WFM Admin Analyst

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

The WFM Admin Analyst serves as the cornerstone of capacity planning and user identity integrity, ensuring physical seating and logical system resources remain consistently aligned with operational business requirements. This role acts as the operational custodian of physical seat utilization and the primary gatekeeper for client and system ID provisioning across operations. The ideal candidate ensures operational readiness, compliance with strict data security standards, and proactive resource allocation.

Duties and Responsibilities:

Seat Capacity & Planning

• Maintain and update the official master Seat Capacity Tracker across all production sites, programs, and facilities.

• Forecast future physical seating requirements based on approved ramp requests, headcount additions, and long-term volume projections.

• Collaborate closely with Facilities and IT departments to organize, schedule, and execute seat moves, additions, or decommissions.

• Conduct regular physical seat utilization audits and generate variance reports against planned allocations.

• Partner proactively with capacity and planning analysts to ensure seat capacity is reserved well ahead of new hire training schedules.

Client & System ID Management

• Serve as the central gatekeeper for the creation, modification, and decommissioning of all WFM-related client and system IDs (e.g., ACD, CRM, and ticketing platforms) with proper role mapping.

• Ensure absolute ID compliance with client security protocols, internal controls, and audit guidelines.

• Lead regular user access reviews and certification cycles across all assigned applications.

• Process approved ID requests within established Service Level Agreements (SLAs), completing routine requests within two business days.

Reporting, Auditing & Analysis

• Prepare, analyze, and publish weekly and monthly operational reports on Seat Utilization and ID Management status for leadership review.

• Monitor capacity thresholds and trigger immediate escalations to leadership if projected seat utilization exceeds 95% or falls below 80%.

• Identify capacity bottlenecks or resource gaps and recommend data-backed mitigation strategies to leadership.

• Maintain comprehensive, auditable tracking logs for every ID transaction, system access change, and seat allocation shift.

Qualifications:

• Associate or Bachelor’s degree in Business, Information Technology, Finance, or a related field preferred.

• 1–3 years of professional experience in Workforce Management, IT Resource Management, Logistics, or Capacity Planning; experience within a BPO or contact center environment is preferred.

• Technical Skills:

  • Advanced spreadsheet proficiency (Microsoft Excel / Google Sheets), including functions such as VLOOKUP, INDEX/MATCH, and Pivot Tables for capacity tracking and modeling.

  • Hands-on familiarity with WFM platforms (e.g., Aspect, Verint, Teleopti) and system administration/ticketing workflows.

• Keen attention to detail, commitment to high data integrity, and a solid understanding of role-based access control, security protocols, and audit trails.

• Strong organizational and interpersonal skills, with the ability to coordinate effectively across cross-functional teams including IT, Facilities, and Operations.

• Amenable to work onsite in Davao City and in the night shift.